Software Not User Friendly
" /> Diana Bele
I did not get an error as I stated in my last email. I provided a screen shot called control panel view. It would not allow updates or installation of my daughters required collage software. I have uninstalled your software And am currently using avast 4.8. I tried calling the phone number provided on your web sight but got disconnected 3 times. I need a refund for the purchases. Who should I call that will assist me with getting my refund?
-----Original Message-----
From: BitDefender Support Team [mailto:support@bitdefender.com]
Sent: Saturday, August 30, 2008 12:10 PM
To: Norm Rowe
Subject: Re: [Ticket ID:200808271009431] BitDefender
---- BEFORE YOU START ----
Please don't change the subject of the email in order to better keep track of the message history. Thank you!
----------------------------
Dear Norm Rowe,
Thank you for your interest in our security solution, BitDefender.
Regarding this issue, we kindly ask you to send us a screen-shot of the error message you receive upon trying to update:
[Taking a screenshot]
1. When the window is on the screen please press the "PrintScreen" key ("PrintScreen" is located at the top of the keyboard, at right. At this step we can not see anything, as the picture is copied into Windows's clipboard)
2. Open a graphic editing application (We recommend using the standard Paint program, that comes with every Windows installation (Start > Program > Accessories > Paint))
3. Paste the picture in a new Paint document;
4. Save the file in JPEG format (BMP format is too big to send by e-mail)
Best regards,
Diana Bele
BitDefender Technical Support Engineer
-------------------------------------
-------------------------------------
---------------------- Original Message ---------------------
"Norm Rowe" <normrowe@photoartfun.com> wrote
> Hi Diana
>
> Attached is the files I found, the upgrepl.log file could not be found
> only .exe and it was found in the "C:\Program Files\Common
> Files\BitDefender\BitDefender Update Service\" location Did not recive
> an error message only hint that something was not working is a
> critical warning in the control panel view.
>
>
> -----Original Message-----
> From: BitDefender Support Team [mailto:support@bitdefender.com]
> Sent: Wednesday, August 27, 2008 10:25 AM
> To: normrowe@photoartfun.com
> Subject: Re: [Ticket ID:200808271009431] BitDefender
>
> ---- BEFORE YOU START ----
> Please don't change the subject of the email in order to better keep
> track of the message history. Thank you!
> ----------------------------
>
> Dear Sir/Madam,
>
> In order to be able to assist you in troubleshooting your update
> situation please send us the following BitDefender files:
>
> - livesrv.log and upgrepl.log
> from "C:\Documents and Settings\All Users\Application
> Data\BitDefender\DTrace" or
> "C:\ProgramData\BitDefender\DTrace\" if you are using Windows Vista
>
> - v_live_s.xml
> from "C:\Program Files\Common Files\BitDefender\BitDefender Update
> Service\"
>
> Some of the files might be hidden therefore please perform the
> following changes before searching them:
>
> Open Control Panel -> Folder Options -> View
>
> * check "Display contents of system folders"
> * select "Show hidden files and folders"
> * UNcheck "Hide file extensions for known file types"
> * UNcheck "Hide protected operating system files"
>
> Hit Apply and then click OK to exit.
>
> Additionally please enclose the exact error message you see.
>
> Best regards,
>
> Diana Bele
> BitDefender Technical Support Engineer
> -------------------------------------
> -------------------------------------
>
>
> ---------------------- Original Message ---------------------
>
> normrowe@photoartfun.com wrote
>
> > Chat Summary:
> >
> >
> >
> > End Chat Summary
> > ---------------------------------------------------------------
> >
> >
> > Norm: will not update. I am doing a manual update because I use a
> > phone line for internet use.
> >
> > Welcome Norm! Please hold while we contact a representative. If a
> > representative does not respond in a few seconds, then he/she is not
> > available at this time. You are now speaking with MICHELLE of
> > TECHNICAL SUPPORT.
> > Michelle: Welcome to BitDefender LiveAssistance!, Norm! Thank you
> > for your interest in our security solution BitDefender.
> > Michelle: Hi, Norm.
> > Michelle: Please tell me, what product and version of BitDefender
> > are you currently using?
> > Norm: I have installed bd 09 on my laptop
> > Michelle: Please tell me, do you happen to have any other security
> > solutions installed on the same computer?
> > Norm: no it was all uninstalled prior to instalation
> > Michelle: Do you receive an error message?
> > Norm: none
> > Michelle: But you say you cannot update.
> > Michelle: So, something has to go wrong.
> > Norm: yep!
> > Michelle: So, an error message or something.
> > Norm: I click updat and it says it is checking and no download. it
> > states critical warning, fix all issues but no update shows in
> > progress window
> > Michelle: This conversation has been idle for the last 5 minutes. In
> > order to be able to increase responsiveness for our valuable
> > customers this conversation will automatically close after the next 2
> > minutes.
> > Michelle: In order to assist you on this matter, we will need to
> > gather more information from the configuration files of BitDefender's
> > update module. I will send you an email containing information related
> > to this issue shortly after we end this chat session.
> > Michelle: Should I use - normrowe@photoartfun.com - as your e-mail
> > address?
> > Norm: yes thank you!
> > Michelle: May I help you with other information at the moment, Norm?
> > Norm: yes I have installed this on my daughter�s
> computer for
> > collage and she can not install msn messenger. So far I find this
> > software is not user friendly and fear that my kids will not be able
> > to use it properly
> > Michelle: Is she the administrator of the computer?
> > Norm: I never set admin rights. so she has all rights
> > Michelle: She can go to Settinfs--Firewall--Traffic and reset
> > profile as trusted.
> > Michelle: this will solve this issue.
> > Norm: cool this will make her happy! i will try it this weekend when
> > she comes home!
> > Michelle: This conversation has been idle for the last 5 minutes. In
> > order to be able to increase responsiveness for our valuable
> > customers this conversation will automatically close after the next
> > 2 minutes.
> > Michelle: OK.
> > Michelle: Have a great day.
> > Michelle: And please wait for our e-mail.
> > Norm: Thanks you have a great day too!
> > Michelle: Thank you.
> > Michelle: Goodbye, Norm.
> > Michelle: Thank you for choosing BitDefender LiveAssistance! Norm.
> > Do not hesitate to contact us if you need further assistance.
> > Goodbye.
Comments
-
Hello ewor,
Before you blaming me I don't work for BitDefender. If you are still want to retry BitDefender please do this.
Remove BitDefender remaints by using this tool.
There still could be some leftovers of previous installed antiviruses or security suites that can interfere. So I recommend that you check this topic. Reboot your pc.
What BitDefender 2009 solution do you have installed? I mean Total Security,Internet Security or Antivirus.
If you have one of the 2 I first mentioned. Please switch to advanced view. Go to the firewall section,high light the rules tab uncheck hide system rules.
Search for entries that are called livesrv.exe it should have status allow if not change it. Try to put that rule on top.
See if the windows firewall is disabled?
If you don't want to try what I suggest. To ask for a refund contact liveassistance again but now select customer care.
Kind regards,
Niels0 -
Not Blaming you! I used the live assistance as you sugjested and now hopfully getting my refund. Thanks for your help Niels!
0 -
Hello ewor,
Hopefully in the future you will retry BitDefender. Most of the issues are caused by leftovers of previous installed security solutions. Don't misunderstand me BitDefender can also conflict. You are welcome.
Kind regards,
Niels0 -
Niels,
I have to echo your advice about giving BitDefender Total Security 2009 another try. I also was caught in an installation nightmare." /> I had installed the trial version of BDTS 2008, and was very impressed. I decided to purchase the 2009 version and followed instructions on using the removal tool, but got caught up in an uninstall/reinstall nightmare. Finally got everything cleaned up and am now running the BitDefender Total Security 2009 application. I've used many products, including McAfee, Norton, etc., but I have to say that I am extremely satisfied with BitDefender product! Since my install from a few weeks ago, I've run spyware detection program and have found none on my system. The various choices in DitDefender are everything I'll need to keep my system protected. For everyone who may be experiencing some difficulties in installation or removal of other software, please don't give up, as I KNOW you wil LOVE this program! 
Hello ewor,
Hopefully in the future you will retry BitDefender. Most of the issues are caused by leftovers of previous installed security solutions. Don't misunderstand me BitDefender can also conflict. You are welcome.
Kind regards,
Niels0 -
Hello Andreo,
The most important step is first close BitDefender before running the uninstall tool. Right click on the red BitDefender icon near the system tray and press on exit. Otherwise BitDefender selfprotection service can cause issues.
You didn't understood me I said that maybe in the future she/he will use BitDefender again.
Kind regards,
Niels0 -
Hello ewor,
Before you blaming me I don't work for BitDefender. If you are still want to retry BitDefender please do this.
Remove BitDefender remaints by using this tool.
There still could be some leftovers of previous installed antiviruses or security suites that can interfere. So I recommend that you check this topic. Reboot your pc.
What BitDefender 2009 solution do you have installed? I mean Total Security,Internet Security or Antivirus.
If you have one of the 2 I first mentioned. Please switch to advanced view. Go to the firewall section,high light the rules tab uncheck hide system rules.
Search for entries that are called livesrv.exe it should have status allow if not change it. Try to put that rule on top.
See if the windows firewall is disabled?
If you don't want to try what I suggest. To ask for a refund contact liveassistance again but now select customer care.
Kind regards,
Niels
I installed on a computer did not contain antivirus Before that And suffered the same problems experienced by everyone here..
the Program contains many errors and problems ,,,The problems of update and lack of effectiveness ,disappearance concept,Disruption of protection,slow down the Computer,,Customers in need To the strong and balanced antivirus,,not Eliminate long hours every day In the reform bitdefenders problems..0 -
No Prob here BDTS 2009
works very well & very satisfied0 -
Hello rawrola,
Other security software can cause also a failed installation beside an antivirus. For example Spybot Search & Destroy teatimer can cause faulty installations also. If you bought a brand computer the chance is high that there is a antivirus or security suite that came pre-installed. Sometimes you can't find when you click on start,programs but the security suite is located in entry of your vendor for example packard bell,HP,... Did you look there already?
Did you already tried an install on a different user account?
Can you please download belarc advisor? Install and run it afterwards an Internet page will open please save that page as html page an add it as an attachent.
Kind regards,
Niels0 -
Hello rawrola,
Other security software can cause also a failed installation beside an antivirus. For example Spybot Search & Destroy teatimer can cause faulty installations also. If you bought a brand computer the chance is high that there is a antivirus or security suite that came pre-installed. Sometimes you can't find when you click on start,programs but the security suite is located in entry of your vendor for example packard bell,HP,... Did you look there already?
Did you already tried an install on a different user account?
Can you please download belarc advisor? Install and run it afterwards an Internet page will open please save that page as html page an add it as an attachent.
Kind regards,
Niels
hello niels..
Spybot Search & Destroy It always causes problems..And other protection programmes come With their problems but The difference between them and bitdefender They work in repairing problems quickly and The problems do not remain as is the case with
bitdefender..
We have experimented bitdefender with Different types of computers the Fast one and the slow and with different operating systems
And always with the same problems,,For example Disruption of protection ,Disappearance ,Very slow at the start of operation,Problems with updates,,Other antivirus Has problems but not in danger of bitdefender and some antivirus have No problems like avira,,
With regret ,,Justification, which always hear ,,bitdefender Problems because of the anti-viruses That existed before,,That is not true,,the true is that bitdefender has many problems and Nothing in place of confidence Due to suspension of protection in many cases,,,
have a nice day0 -
Hello rawrola,
Do you want that I help you? Please give me the information I requested.
Take a look at this topic for how to remove leftovers.
What I wanted to say is that people who blocks registry changes in software like teatimer who they don't know that can lead to a faulty installation. I only wanted that you temporary disable other security software during the installation of new.
How do you know that BitDefender is slow in fixing problems? The problem is that only if many people report it that problem will have a high priority. Second BitDefender need all information how to reproduce it. I mean when it occurred after an update on which system,windows version,etc Finally fixes are only seperately delivered if it's really serious otherwise they will be offered in a large build upgrade.
Search other vendor forums and you will see that most of the issues were solved by removing the remains of previous installed security software. I am not the only one who is saying that.
I use BitDefender since version 8 and I never had any serious issues. What I always did was removing my previous installed antivirus or suite by first closing the realtime protection,reboot,search for a removal tool that the vendor might offer and ran a registry cleaner.
Kind regards,
Niels0 -
Niels is 100% correct. I thought I had a fool proof system for removing software. First I would use the company's uninstall/removal tool. I would make sure I shutdown as instructed as part of the removal process. I would then do a search of my C and D drive for the product name. I would usually find some entries there which I would delete. I then would run a registry cleaner and remove any references of the former software. Pretty complete. I displayed the MicroSoft Security center to see what firewall and AV it referenced.
I had trouble awhile back with Bit Defender Total Security 2008 and I swore my system was clean of the previous software. I was sitting at my PC and just by chance right clicked on the internet connection icon in my system tray. Low and behold it said the firewall it was using to connect was from the old company. I could not believe it. I did another search of the C drive and there it was. Something that was missed before and not deleted. I got rid of it, did a reinstall of BD and have never looked back since.
I could not be happier with BitDefender. It is running great with no problems. I am now running BDTS 2009 and love it. I must also mention that I contacted BD support via email and they were excellent and very responsive. They did not give up trying to find my problem.0
